RE: [otrs] Problem installing OTRS 2.2.3

2007-12-06 Thread Forums 
Hi list,
 
I got the same error 
"Software error: 
Permission denied line 4." 
 
after a few hours looking for a solution and checking Apache files, I did
decide restart Apache
after that, OTRS runs ok
 
Carlos
 

  _  

De: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] En nombre de David
Salgado Vidal
Enviado el: Miércoles, 05 de Diciembre de 2007 04:40 a.m.
Para: User questions and discussions about OTRS.org
Asunto: [otrs] Problem installing OTRS 2.2.3



Hi.

 

I'm trying to install OTRS over Linux Red Hat ES 5 using a Oracle database,
but it doesn´t work. 

 

When I run “otrs.checkModules”, it says that I have all except DBD::mysql,
which I suppose that I don’t need.

 

If I run “CheckDB.pl” I receive next error

 

install_driver(Oracle) failed: Can't load
'/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/auto/DBD/Oracle/Orac
le.so' for module DBD::Oracle:
/usr/lib/oracle/10.2.0.3/client/lib/libocijdbc10.so: no se puede restaurar
el `prot' del segmento después de la relocalización: Permiso denegado at
/usr/lib/perl5/5.8.8/i386-linux-thread-multi/DynaLoader.pm line 230,
 line 4.

 at (eval 19) line 3

Compilation failed in require at (eval 19) line 3,  line 4.

Perhaps a required shared library or dll isn't installed where expected

 at /opt/otrs/Kernel/System/DB.pm line 197

 

 

And when I try to access to OTRS URL, I receive next error.


Software error:

Permission denied at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line
81,  line 4.

For help, please send mail to the webmaster ( 
[EMAIL PROTECTED]), giving this error message and the time and date of the
error. 

I’ve installed this software in my otrs server

 

Redhat EL 5

oracle-instantclient-devel-10.2.0.3-1

oracle-instantclient-sqlplus-10.2.0.3-1

oracle-instantclient-basic-10.2.0.3-1

Perl 5.8.8

OTRS 2.2.3

 

The database is Oracle 9i

 

Could anybody tell me something about it?

 

Thanks.

 

   David Salgado Vidal

[EMAIL PROTECTED]

Telf. 942 355 931

 http://www.mundivia.net

 

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Re: AW: [otrs] changing queue to a ticket

2007-12-06 Thread Daniele 

Thank you very much.

I was thinking to it, too.
I added a new role: "ticket_move".
Then I selected: [ Roles <-> Groups ]
and then, again, the name of my role ("ticket_move").

Now I am in front of a table with as much rows as the number of my 
groups and 6 columns.
The 6 columns header are (as you already know): create, move_into, 
owner, priority, ro and rw


For each cell of the table I have a check box.

What does this mean?
-> "ticket_move" role can give "ro" rights to user of group 1 and 
"move_into" right to user of group 2?


-> And then, if I add "move_into" role to group 2, users of group 2 will 
be allowed to move tickets into which queue?


Thank you in advance
Ciao.
Daniele

Obee, Daniel ha scritto:

Hi Daniele.
 
Thats exactly what the 'move into' permission is designed for. Just 
give the agents 'move into' permissions to all the other queues in 
question - thats it.
 
Greetz,

Daniel


*Von:* [EMAIL PROTECTED] im Auftrag von Daniele
*Gesendet:* Do 06.12.2007 12:11
*An:* otrs@otrs.org
*Betreff:* [otrs] changing queue to a ticket

I have a problem I try to explain simplifying it as much as I can.

I have some queues in my otrs.
Agents of each queue are not allowed to work on the queue they are not
specifically assigned to. Each agent is assigned to ONLY ONE queue. In
other words, each agent must work on his specific queue AND NOT ON THE
OTHERS.

A customer sent, by mistake, a ticket to a wrong queue.
How can the agent of the reached queue move the request of ticket to a
different queue if he/she is not allowed to see them?

How can I solve this problem?

Thank you in advance.
Daniele
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AW: [otrs] changing queue to a ticket

2007-12-06 Thread Obee, Daniel 
Hi Daniele.
 
Thats exactly what the 'move into' permission is designed for. Just give the 
agents 'move into' permissions to all the other queues in question - thats it.
 
Greetz,
Daniel



Von: [EMAIL PROTECTED] im Auftrag von Daniele
Gesendet: Do 06.12.2007 12:11
An: otrs@otrs.org
Betreff: [otrs] changing queue to a ticket



I have a problem I try to explain simplifying it as much as I can.

I have some queues in my otrs.
Agents of each queue are not allowed to work on the queue they are not
specifically assigned to. Each agent is assigned to ONLY ONE queue. In
other words, each agent must work on his specific queue AND NOT ON THE
OTHERS.

A customer sent, by mistake, a ticket to a wrong queue.
How can the agent of the reached queue move the request of ticket to a
different queue if he/she is not allowed to see them?

How can I solve this problem?

Thank you in advance.
Daniele
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[otrs] changing queue to a ticket

2007-12-06 Thread Daniele 

I have a problem I try to explain simplifying it as much as I can.

I have some queues in my otrs.
Agents of each queue are not allowed to work on the queue they are not 
specifically assigned to. Each agent is assigned to ONLY ONE queue. In 
other words, each agent must work on his specific queue AND NOT ON THE 
OTHERS.


A customer sent, by mistake, a ticket to a wrong queue.
How can the agent of the reached queue move the request of ticket to a 
different queue if he/she is not allowed to see them?


How can I solve this problem?

Thank you in advance.
Daniele
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Re: [otrs] Sending notficiations to customers only upon closing aticket

2007-12-06 Thread Gabriele D'Andrea 
State type is 'Closed'
State names of type closed are 'Closed Succesful', 'Closed Unsuccesful', etc.

  - Original Message - 
  From: Gustavo Azambuja 
  To: User questions and discussions about OTRS.org 
  Sent: Thursday, December 06, 2007 10:48 AM
  Subject: Re: [otrs] Sending notficiations to customers only upon closing 
aticket


  not, this work. the State TYPE is closed.



  On Dec 6, 2007 6:51 AM, grauflut <[EMAIL PROTECTED]> wrote:

2007/12/5, Gustavo Azambuja <[EMAIL PROTECTED]>:

> thanks!!!
> In version 2.2.4, the line (4192) is:
>
> Before:
> if (!$Param{SendNoNotification}){ 
>
> After:
> if (!$Param{SendNoNotification} && $State{TypeName} eq 'closed'  ){
>


But that line will never match, will it? State names are "closed
successful" and "closed unsuccessful", which is never "eq 'closed'"... 

--

Cheers,
Peter.
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  -- 
  Saludos,
  Gustavo Azambuja - Linux User: 275813
  http://gazambuja.ideas3.com 


--


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Re: [otrs] Sending notficiations to customers only upon closing a ticket

2007-12-06 Thread Gustavo Azambuja 
not, this work. the State TYPE is closed.


On Dec 6, 2007 6:51 AM, grauflut <[EMAIL PROTECTED]> wrote:

> 2007/12/5, Gustavo Azambuja <[EMAIL PROTECTED]>:
> > thanks!!!
> > In version 2.2.4, the line (4192) is:
> >
> > Before:
> > if (!$Param{SendNoNotification}){
> >
> > After:
> > if (!$Param{SendNoNotification} && $State{TypeName} eq 'closed'  ){
> >
>
> But that line will never match, will it? State names are "closed
> successful" and "closed unsuccessful", which is never "eq 'closed'"...
>
> --
> Cheers,
> Peter.
> ___
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>



-- 
Saludos,
Gustavo Azambuja - Linux User: 275813
http://gazambuja.ideas3.com
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Re: [otrs] Sending notficiations to customers only upon closing a ticket

2007-12-06 Thread grauflut 
2007/12/5, Gustavo Azambuja <[EMAIL PROTECTED]>:
> thanks!!!
> In version 2.2.4, the line (4192) is:
>
> Before:
> if (!$Param{SendNoNotification}){
>
> After:
> if (!$Param{SendNoNotification} && $State{TypeName} eq 'closed'  ){
>

But that line will never match, will it? State names are "closed
successful" and "closed unsuccessful", which is never "eq 'closed'"...

--
Cheers,
Peter.
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